Ignores customer complaints and enquiries

Member *** I am a member of Medvital elect. I got authorization to do a procedure, however in the notes it stated that I will be held liable for 35% of the account, due to the hospital not being part of their network. However on searching the app for day procedure facilities, and by checking their hospital list for day procedures available online, this facility shows as part of their network provider, for day procedures with no exclusions. Upon contacting them, all I received was " send an email if you're unhappy" I have sent an email, and 6 business days, and multiple follow ups, I'm yet to receive a response. I am due to have the procedure done in three days, and will now most likely have to cancell, since no one is getting back to me. The same thing happend when I tried to find out more about my benefits regarding a PMB condition that I have, and stated on my original enrollment. I sent an email on the 30th of April, and have still not received a reply. As soon as they see that you actually have a valid point, and they will need to pay, you just get ignored. I also had to have a procedure done for that specific PMB, the provider search yielded a doctor, which I used, and upon authorization, I got yet another "the doctor is not on our list, you will be liable for any amount above our rate" Why do you havr a list of providers available, if I'm never able to use it?